Key skills
AISaaSCommunication
About this role
Role Overview
- Own incident management from detection to resolution, keeping clients informed throughout
- Act as the main point of contact for IT teams, CTOs, and technical stakeholders during live issues
- Hold your ground in technical conversations with developers and architects
- Track and follow up on tickets with rigor, making sure nothing falls through the cracks
- Handle difficult client situations with composure and clear communication
- Coordinate cross-functional responses when incidents have broader impact
- Spot patterns in recurring issues and flag them for structural fixes
Requirements
- Background in technical support or incident management in a B2B SaaS or enterprise software environment
- Client-facing is where you thrive, you're the person clients trust with technical support
- Comfortable leading technical conversations with IT stakeholders : CTOs, architects, and developers, credible enough to hold your ground with all of them
- Resilient under pressure, a frustrated client doesn't throw you off
- Rigorous with ticket and project follow-up , nothing gets lost on your watch
- Fluent in French and English
Benefits
- Direct exposure to complex SaaS environments and enterprise IT stakeholders
- A team that invests in upskilling and growing from within
- Career growth opportunities
- Modern offices across 11 European locations
- Work in a genuinely AI-driven environment
- Fun team events & continuous learning
- Hybrid working policy